Agent Display Name
Introduced in DC2023.01
To make the WebChat user experience more personal, the use of an agent display name can be configured. This way the customer is able to see the name of the agent and knows who they are talking to. The display name of the Agent is retrieved via Microsoft Graph from the Formerly known as Azure Active Directory (or Azure AD, or AAD).
How to configure
In the Plugin Settings for the A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. on SharePoint add the following setting.
| Name | Scope | Value | Description |
|---|---|---|---|
| UseAgentDisplayName | WebChatDialogueProvider2 | true / false (default = false) | Turns this feature on or off |
If the setting “UseAgentDisplayName” is set to true, the agent’s display name will be visible for the customer in the WebChat window. If the setting is turned off, the value of the agent’s display name is determined by the following setting:
| Name | Scope | Value | Description |
|---|---|---|---|
DefaultAgentName |
WebChatDialogueProvider2 | Any string value | Value used to display as the agent’s display name (overruled by UseAgentDisplayName) |
If the setting “UseAgentDisplayName” is set to false and the setting DefaultAgentName is not provided in the WebChatDialogueProvider2 Scope of the Plugin Settings, the default agent display name "Agent" is used.
Agent Avatar behavior
In the WebChat window for the customer, the agent is represent by an Avatar as well as their name. The avatar always shows up to two characters, taken from the full agent name. The characters are the first letter from the first and the last string of the agent name. That means a longer name like ‘Ana Bella Corina’ will be shown as AC, not ABC. This cannot be configured.